Leadership and Management Case Study: Imperial Hotel Staff Turnover

This case study examines the issue of high staff turnover at the Imperial Hotel in London, a 4-star hotel with 500 bedrooms. The report analyzes the problem, focusing on the front-line staff, and identifies factors contributing to the issue, such as poor work culture, lack of training, and low wages. It explores management theories, including the systems theory, to understand the problem and proposes solutions like succession planning, performance appraisals, and employee appreciation. The study emphasizes the importance of competitive benefits and a positive work environment to improve employee retention and overall hotel performance. The analysis offers a comprehensive overview of the challenges and potential strategies for addressing staff turnover within the hospitality sector, with a focus on the Imperial Hotel's specific context and operational needs. The study concludes with a summary of the findings and recommendations to enhance employee satisfaction and organizational success.

MANAGEMENT CASE
STUDY

Table of Contents
INTRODUCTION...........................................................................................................................1
ANALYSIS OF THE INDIVIDUAL PROBLEM .........................................................................1
Management theory to one specific problem within the case.....................................................1
Analysis of one specific problem to understand the process and procedures for effective
management................................................................................................................................3
Summary of justification to solve the problem...........................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Management case study determines scenario of particular business or situation that assists
to promote effective results and functions in successful manner. In this aspect, globally
expansion and promotion is made that helpful to make growth within changes in multicultural
environment. It requires team-based analysis that identify problem in positive aspect with
justification (Twigg and McCullough, 2014). In this context, present report is based on The
Imperial Hotel, London which has 500 bedroom and owned successfully as 4 star business in
market. In UK there are 25 hotels branches of the selected hospitality enterprises. It is located at
mid of London's West End. They are providing different types of services such as conference
facilities for more than 1000 people, leisure centre with swimming pool, 3 bars and restaurant,
etc. In addition to this, their staff members are belongs to different department such as food and
beverages, housekeeping, guest services, front of house reception and human resource
management and training.
In order to focus on the present report, the company facing issue of high turnover of
employees so that there are many people leaving to the company in present time. Furthermore, it
covers management theory for specific problem in the present case, moreover, difficulty will be
analysed to provide understanding of the process and procedures for effective management. In
addition to this, it provides justification to resolve the issue within the organisation. At last, it
provides solution to the problem to create effective results within the organisation. With the help
of solution, enterprise will easily accomplish targets and goals.
ANALYSIS OF THE INDIVIDUAL PROBLEM
Management theory to one specific problem within the case
In respect to determines management theory, Imperial hotel face issue of staff turnover
which is generally high so that it creates issue to attracts customers. In front line staff, it problem
take place majorly. This is because, there are several people wants to work short period in
London at high wages. In this context, exit interview with leaving staff have been identified that
creates several issues around the workplace (Breevaart, Bakker and Demerouti, 2014). It
includes poor perception of work culture within the hotel in aggressive supervisory and
management style. Due to lack of proper and regular training, the chosen enterprise unable to
work in food retailing. In addition to this, they have requires high amount to promote products
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and services within the market so that they are able to put better payment with effective working
conditions. Quality of services also put in better way to reduce number negative impact (Chan,
Hon and Okumus, 2014). This is because, it is directly linked with behaviour of employee and
customers interaction.
In order to recruit skilled employees, the selected enterprise requires high budget to
operate their operations. This is because, new staff members required high training cost which
creates negative impact on overall quality of services. Hence, low level skilles people creating
issue at workplace that not beneficial to firm. Further, in UK high cost of travelling to work in
central London and difficulties to get transport home at night. Due to this reason, young and
talented people also left hotel to work in another hotel industry (Campbell and Reyes-Picknell,
2015). This is because, another competitors paying better working conditions and giving more
benefits with extra payment. High level of staff turnover direct puts pressure on member with
budget that currently running around 35% sales for the hotels. New staff is needed continuously
that increase training cost and create negative impact on services to guest. Hereafter, number of
regular guest is reducing that appear better in another hotel (Woodrow and Guest, 2014).
In addition to this, there is an emerging cycle has been linked to the high level of staff
turnover that affect to the whole enterprise. In term of individual members of staff, job
satisfaction level is decreasing that creates impact on work performances. Operational staff and
management contributes routine system problem and culture of the turnover. It is another main
issue to decreasing staff and managers in hotel industry (Takawira, Coetzee and Schreuder,
2014). Results of this hotel is determines managerial succession problem in Imperial hotel.
System theory
In order to determines management theory, managers need to understand system of
Imperial hotel that could be affect to workers position to accomplish goals and objectives. It is
the broad perspective that allow managers to assess pattern and events at workplace. It will assist
to managers to make coordination in program to work with mission of the business that is
isolated in departments (Hawthorne, 2017). In the chosen enterprise, there is no competitive
salary and benefits, flexible schedule opinion and tuition assistance so that it creates issue to
recruit new members and diminish capable employee from the business unit. In this aspect,
results need to carry for accomplish effectiveprogram at workplace that is related to enhance
positive outcomes.
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With the help of attractive, competitive and comprehensive benefits packages, Imperial
hotel will easily state reasons for offer job at workplace. In order to undertake the roles and
responsibilities among different employees, enterprise will able to develops their performances at
chosen business.
Analysis of one specific problem to understand the process and procedures for effective
management
Main issue in the chosen enterprise is high staff turnover that creates problem to deals
with various customers together at workplace. In this aspect, business need to delivers their
performances and outcomes which assists to analysis useful results at workplace. Employee
turnover is the biggest issue which reduce profits and productivity of the company (Barsade and
O’Neill, 2014). In respect to solve the issue of high turnover, Imperial hotel need to concentrate
on their performances and outcomes that assists to satisfy employees. Productive workplace is
blend with effective teamwork that change according to leadership. There is promotion is passed
through experience develop which create impact on ego-crushing and embarrassing. Without
effective promotions, process has been develops with effective emotions and actions (Watson,
2013). There are following steps can be undertake to solve issue of staff turnover:
Plan for succession: In order to make successful plan, firstly Imperial hotel need to know
reason why employees are going. Every company should determines their promotion plan that
assists to handle issue of each employee promotion. In this aspect, critical training assists to
develop results that assist to become a leader in the future (Scott and Davis, 2015).
Get appraisals in place: Further, when the chosen enterprise unable to evaluate employee
performances, it will create problem for career development. Develop pattern for employee
evaluation creates track with work patterns, attributes and flaws. Hence, it creates leadership
qualities which needed for promotion. Imperial hotel also need to meet with their announced
outcomes that are communicated honestly to meet with skills and attributes (Atkinson and
Storey, 2016). With the help of effective communication, it has been said that honesty politely
and sympathetically is determines important concept for job.
Call in the experts: With the help of suitable employees qualities, it is important to
determines job attributes. In order to make judgement and promotions, upper level management
requires organisational or corporate psychologists in employee assessments (Wisner, Tan and
Leong, 2014). These types of professional provide precise details about Imperial hotel's
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employee with specific qualities. Before making any decision, the organisation should
demonstrate multiple qualities of employees.
Express appreciation for well work: Good performance review assists to boost employee
morale and recover speed that enhance productivity. In this aspect, improvement in individual
skills assist that create opportunity to support them at workplace of chosen enterprise. Continue
and consistent pattern of employee evaluation assist to identify areas for improves performances.
Promotion and employment opportunities will be effectively done in successful manner. There
are several strategies exist through Imperial hotel will easily reduce staff turnover. With the help
of providing round table discussion, outside experts could be bring in the enterprise that assists to
create effective results and functions that are related to business aspects. It is the great way for
create interaction to innovate things and strategies for effective valuation (Takawira, Coetzee and
Schreuder, 2014).
Managers also meet with job that contributes effective participation in respect to
improves skills. With the help of opportunities, succession policy will be promote that indicate
development for business performances. In this way, promotion structure permits advancement
with different grades of responsibilities. Outsourcing and modern flat management limit to the
promotion opportunities that enable to reward system and performances management (Barsade
and O’Neill, 2014).
Summary of justification to solve the problem
In order to solve staff turnover, there are several ways can be adopted by Imperial hotel.
In this aspect, the organisation should assess their employee requirement and serve them
according to needs. This is because, due to bad working condition and less wages rate, the
company is impacted to create effective results. With the help of providing proper wages and
effective working conditions, the chosen organisation will reduce their staff turnover easily. It
assists to create healthy and positive at workplace of chosen enterprise. Providing high salary
assists to enhance living standard of people that creates positive impact on employees in
successful aspect. It makes positive impact on performances and outcomes that are frames to
delivers effective results. However, solution is needed to promote performances of the
organisation that are needed to develop relationship among different members.
In respect to pay more and adding benefits it assists to enhance incentives to work
effectively at workplace. If the company is not paying enough to employees, they are moves
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towards other competitors. It increases long term earning that determines options to develop
effective results. Further, if employees are work very hard so that Imperial hotel need to give
them proper benefits to undertake profitability at workplace. It is the best way to promote
effective results and functions in successful manner which develops performances for recruit
fewer people.
Further, competitive benefits that are given by Imperial hotel assists to enhance different
positive aspects such as insurance facilities, plans and stock options, etc. It directly deals to
reduce employee turnover at workplace to produce effective results. Benefits such as offering
health insurance plans, incentives for extra performance and many other benefits to develops
effective results at workplace.
CONCLUSION
From the above report, it could be concluded that Imperial hotel is facing big issue that is
staff turnover. Therefore, it creates impact to deals with various elements of the organisation in
successful manner. Furthermore, it articulated about reasons due to which the cited firm facing
problem at workplace. In this aspect, it is essential to provide several benefits to customers to
develop effective solution at workplace. Moreover, different benefits such as payment, health
insurance facilities and many other activities assists to develop positive solution at workplace
that are related to company outcomes. At last justification also describes that assists to solve
issues of the business.
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REFERENCES
Books and Journals
Atkinson, J. and Storey, D. J. eds., 2016. Employment, the small firm and the labour market.
Routledge.
Barsade, S. G. and O’Neill, O. A., 2014. What’s love got to do with it? A longitudinal study of
the culture of companionate love and employee and client outcomes in a long-term care
setting. Administrative Science Quarterly. 59(4). pp.551-598.
Breevaart, K., Bakker, A. B. and Demerouti, E., 2014. Daily self-management and employee
work engagement. Journal of Vocational Behavior. 84(1). pp.31-38.
Campbell, J. D. and Reyes-Picknell, J. V., 2015. Uptime: Strategies for excellence in
maintenance management. CRC Press.
Chan, E. S., Hon, A. H. and Okumus, F., 2014. What drives employees’ intentions to implement
green practices in hotels? The role of knowledge, awareness, concern and ecological
behaviour. International Journal of Hospitality Management. 40. pp.20-28.
Scott, W. R. and Davis, G. F., 2015. Organizations and organizing: Rational, natural and open
systems perspectives. Routledge.
Takawira, N., Coetzee, M. and Schreuder, D., 2014. Job embeddedness, work engagement and
turnover intention of staff in a higher education institution: An exploratory study. SA
Journal of Human Resource Management. 12(1). pp.1-10.
Twigg, D. and McCullough, K., 2014. Nurse retention: a review of strategies to create and
enhance positive practice environments in clinical settings. International journal of
nursing studies. 51(1). pp.85-92.
Watson, T., 2013. The Personnel Managers (Routledge Revivals): A Study in the Sociology of
Work and Employment. Routledge.
Wisner, J. D., Tan, K. C. and Leong, G. K., 2014. Principles of supply chain management: A
balanced approach. Cengage Learning.
Woodrow, C. and Guest, D. E., 2014. When good HR gets bad results: Exploring the challenge
of HR implementation in the case of workplace bullying. Human Resource Management
Journal. 24(1). pp.38-56.
Online
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Hawthorne, M., 2017. Management Theories & Concepts at the Workplace. [Online] Available
through: <http://smallbusiness.chron.com/management-theories-concepts-workplace-
17693.html>. [Accessed on 11th July 2017].
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